Christina Riccobon
London,ON
Summary
Seasoned Operations Manager with a background in streamlining business processes to improve efficiency and providing optimal customer service. Skilled at managing teams and implementing streamlined business processes. Strengths include leadership, problem-solving skills, and ability to make impactful decisions that drive growth to achieve performance expectations. Skilled in staff development, operational efficiency, and consistently improving workflow. Proven track record of enhancing overall performance through effective leadership and innovative problem-solving.
Overview
10
10
years of professional experience
Work History
Audit and Operations Manager
City of London
London, Ontario
11.2023 - Current
- Evaluation of processes through a lens of continuous improvement to optimize customer experience, drive team performance, and meet established targets.
- Providing guidance, training, and support to the operations staff, leading them to achieve company objectives.
- Identify and analyze emerging trends in performance metrics by reviewing data completed through the Enhanced Verification Process.
- Develop and implement operational procedures to ensure quality standards are met.
- Guiding employees on understanding the Enhanced Verification process, program objectives, and expectations.
- Development, with input from staff, process improvement, and assessment of process on an ongoing basis.
Training Manager
City of London
London, Ontario
07.2020 - 11.2023
- Organized and coordinated training sessions for new employees.
- Developed training materials, including manuals, guides and handouts.
- Conducted assessments to determine skill gaps of existing personnel.
- Created post-training evaluation surveys to measure performance improvement.
- Provided coaching programs for staff members.
- Monitored progress of trainees through feedback from managers and supervisors.
- Identified areas of improvement in existing training methods and procedures.
- Collaborated with peers to design effective learning strategies that support organizational goals.
- Maintained up-to-date records of employee training activities within the organization's database system.
- Evaluated instructor performance during classes and provided feedback as needed.
- Developed instructional materials, such as presentations and videos.
- Designed training schedules for new and existing employees.
- Coordinated with managers to identify skill or knowledge gaps and implement training needs.
Operations Manager
City of London
London, Ontario
10.2014 - 06.2020
- Development and implementation of operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet objectives.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Assessed employee development and provided feedback on their progress towards meeting goals.
- Addressed client concerns with suitable solutions.
- Motivated and evaluated staff for performance improvement and goal achievement.
- Guided staff on understanding and meeting changing customer needs and expectations.
- Conducted employee observations and documented findings.
- Measured and reviewed performance via KPIs and metrics.
- Delegation of work to staff, setting priorities and goals.
- Prepared staff work schedules and assigned team members to specific duties.
Education
Business Administration - Business
Fanshawe College
London, ON06-1989
Some College (No Degree) - Professional Development Opportunities
Ivey School of Business
London, ONSkills
- Business Development
- Process Improvement
- Workflow Optimization
- Data Analysis
- Performance monitoring
- Customer Service
- Project management abilities
- Decision-Making
- Process improvement strategies
- Operations Management
- Onboarding and Orientation
- Performance Management
- Labor Relations
Timeline
Audit and Operations Manager
City of London
11.2023 - Current
Training Manager
City of London
07.2020 - 11.2023
Operations Manager
City of London
10.2014 - 06.2020
Business Administration - Business
Fanshawe College
Some College (No Degree) - Professional Development Opportunities
Ivey School of Business
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